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KS Owners refund

(Topic created on: 05-06-2018 03:18 PM)
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paul1277
Black Belt 
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Do all you good people who bought a 2016 Samsung TV know Samsung have stopped supporting it. The promised they would support HLG (BBC Iplayer HDR). This was in the Dec 2016 Trusted Reviews and What Hi Fi. They have not and if you had bought a Panasonic or LG 2016 set you would be able to watch Iplayer Blue Planet 2 in glorious HLG. This is a big issue because HLG looks like the standard for all over the air broadcasting. Samsung are not even supporting a 4K update to Iplayer. The reason looks like it will cost just 5 cents or pence per unit. So my telly I bought in Jan 2017 is deemed as out of date by Samsung!!!!!!

You wrote in your Dec 2016 issue that Samsung were supporting HLG in their 2016 models. Do you know that Samsung have supported their 2017 models but not the 2016 models. I know because the BBC IPlayer Blue Planet 2 will not play in 4K or HLG. It's not good considering Panasonic and LG both do support their 2016 models. It means my KS model I bought in Jan is now deemed out of date by Samsung. It looks like their are royalty fees which Samsung will not pay! Not good.


All you people in the UK can return your KS TVs IF you bought it for the use of the smartthings Extend that will never be coming out for our TVs. ***** is how.

 

Tell them you want a full refund because they promised that if you bought a KS TV you would get a FREE Smartthings Extend. They proof you will need is easy to find and is the reason you bought this TV.

 

https://www.youtube.com/watch?v=IMc3V98yzNY

 

https://www.youtube.com/watch?v=yRSWoUmU5YQ

I bought mine from J Lewis and the Samsung Extend addvert is still there https://www.johnlewis.com/electricals/samsung/smart-tv/c9601000048?rdr=1

 

If you bought your KS TV from currys http://techtalk.currys.co.uk/tv-gaming/tv/how-to-control-your-home-from-your-smart-tv/

 

They both say that you will get a free smartthings extend USB dongle.

Now send you TVs back for a full refund Smiley Happy

 

 

All those who bought a Samsung TV in 2016 may have claim for miss selling. It basically means that all you folks who bought the 2016 Samsung units have 2 choices. After Dec 2016 and if you had seen any articles that are press release's about HLG support and that influenced you decision to buy may have a case. For all those owners who read the info from the retailers on their web pages and saw and was influenced by the promise of the smart connect which has not been honoured, then you also have a case for miss selling. If you all spread this in all available media then I am sure the retailers would put pressure on to Samsung to correct this. If nothing else you could end up with nice shiny LG or Panasonic, or the new Philips that all are HLG BBC iplayer compatible, and with the HDR10 plus that again Samsung have still not implemented, you may be best with LG and Dolby Vision.

Also take a copy of the retailers web page before they change the description.

 

https://www.youtube.com/watch?v=yRSWoUmU5YQ

I will try to explain how to get a refund for miss selling (seen how much the LG's have come down). I followed this way and got a full refund or a JS8000.

You need to show that you asked or believed that or influenced by claims made about the capabilities of the TV. With BBC Iplayer HLG it's from the Trusted reviews and What Hi Fi, and any other publications and if you asked the retailer.

 

https://www.whathifi.com/advice/hdr-tv-what-it-how-can-you-get-it#6locceZo3Zf8yi5T.99

you can show you had been informed.

It's different with the smart connect as that is advertised on the main retailers web sites,

https://www.johnlewis.com/electricals/samsung/smart-tv/c9601000048?rdr=1
http://techtalk.currys.co.uk/tv-gaming/tv/how-to-control-your-home-from-your-smart-tv/
https://www.youtube.com/watch?v=yRSWoUmU5YQ

As the donngle's have not turned up you now claim miss selling, so either go to your retailer or email them with the web page, and explain why you think you were miss sold. Also phone Citizens Advice 03444 111 444 and raise a case (this also gets past on to Trading Standards). Explain that the retailer informed you off the capabilities via their web page information, and either show the page printer or the link, as above.

They will advise and link you to some template letters to send to your retailer.

I had to send a letter of intent to take legal action (template from Citizens Advice) against Curry's but then they gave me a refund.

So mention all the promises from Samsung full support for HLG, Smart Connect, and HDR10+

It will cost nothing to ask and again may bring some pressure on to Samsung.

2,560 REPLIES 2,560
low-def
Explorer
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I have also now switched over to the LG OLED.

 

RS are doing an exchange over the next few days to collect my ks8000 and deliver the B7.

 

Many thanks to all who have helped and posted all of the relevant information needed to get a result.

 

As for Richer Sounds, they have again been a superb retailer to deal with. Will continue to get all of my tech from them...albeit not another Samsung product!

hdmi
Voyager
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@low-def wrote:

I have emailed this morning to query the Q8 as the correct model but we’ll see.

 

Contemplating whether to give an LG OLED a go or not.


go for it, trust me you wont be disappointed

 

Just keep pixel refresher on and keep it on standby instead of plufgging off you will never face burn in

low-def
Explorer
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Many thanks for the tip.
paul1277
Black Belt 
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@low-def wrote:

I have also now switched over to the LG OLED.

 

RS are doing an exchange over the next few days to collect my ks8000 and deliver the B7.

 

Many thanks to all who have helped and posted all of the relevant information needed to get a result.

 

As for Richer Sounds, they have again been a superb retailer to deal with. Will continue to get all of my tech from them...albeit not another Samsung product!


Well done and well done Richer Sounds. Could you also spread the word especially on AV Forums, Samsung facebook page and Twitter. This and other refunds prove it is possibe, and the more that make a claim the harder it will be for them to refuse. Again well done.

Thanks

Paul

sewarner
Pioneer
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@paul1277 wrote:

@Mal1 wrote:

I just ordered the LG oled65b7v from richer sounds. They have given me close to full refund on 65inchKS800. Just over £100 less than full price. Richer sounds have proved good to deal with. 

They are picking up old tv and delivering free. 

A big thank you to you all on this forum.  Paul1277, a special thanks for all your thorough work on this. 

 

Well done and glad I could help. Spread the word and hopfully more will be successful.

I was supprised when Samsung UK gave me a full refund for my 65KS9500 due it not doing sceduled recording which they eventually admitted they were having problems with, all there newer models including the q series. Their customer service would never admit that and had me running round in circles. It was only by going to the CEO UK Samsung when I got things sorted. It still took a lot of emails and I also included the smart connect and iplayer HLG. They would only accept there was a fault with the recording. Anyway still got my money back.

Again well done and hopfully everyone else on this path will see it is possible because Richer Sounds would not refund if they did not have to under consumer law. This could be used as an example to other companies.

 

Paul


 


Hi Paul, can you please explain what the problem is with scheduled recordings.  I have a KS8000 so would I see the same problem?  I may need this as ammo is JL don’t come up with an offer.

 

Thanks

Steve

mrtickle
Helping Hand
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@low-def wrote:

RS are doing an exchange over the next few days to collect my ks8000 and deliver the B7.

[...] 

As for Richer Sounds, they have again been a superb retailer to deal with. Will continue to get all of my tech from them...albeit not another Samsung product!


Congrats. I agree RS are awesome. I think this upcoming football contest might be a good opportunty for refunds because they will have a larger number of enquiries. 

If I may ask, did they offer you a choice of models? Money towards whatever you like, or was it more restricted?

 

low-def
Explorer
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I simply sent the letter template from the first pages on here and had an email back within a few days saying they would offer me £1199 credit towards any tv they stock.
paul1277
Black Belt 
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@sewarner wrote:

@paul1277 wrote:

@Mal1 wrote:

I just ordered the LG oled65b7v from richer sounds. They have given me close to full refund on 65inchKS800. Just over £100 less than full price. Richer sounds have proved good to deal with. 

They are picking up old tv and delivering free. 

A big thank you to you all on this forum.  Paul1277, a special thanks for all your thorough work on this. 

 

Well done and glad I could help. Spread the word and hopfully more will be successful.

I was supprised when Samsung UK gave me a full refund for my 65KS9500 due it not doing sceduled recording which they eventually admitted they were having problems with, all there newer models including the q series. Their customer service would never admit that and had me running round in circles. It was only by going to the CEO UK Samsung when I got things sorted. It still took a lot of emails and I also included the smart connect and iplayer HLG. They would only accept there was a fault with the recording. Anyway still got my money back.

Again well done and hopfully everyone else on this path will see it is possible because Richer Sounds would not refund if they did not have to under consumer law. This could be used as an example to other companies.

 

Paul


 


Hi Paul, can you please explain what the problem is with scheduled recordings.  I have a KS8000 so would I see the same problem?  I may need this as ammo is JL don’t come up with an offer.

 

Thanks

Steve


I will do may best to try to condense the story but it did take over 8 months from start to finish. They will try all tricks to get out of it but as you have seen you have a case because Richer Sounds would not be giving refunds if there was none. I bet the other retailers hate RS. I post the details shortly.

Paul

paul1277
Black Belt 
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Hi Paul, can you please explain what the problem is with scheduled recordings.  I have a KS8000 so would I see the same problem?  I may need this as ammo is JL don’t come up with an offer.

 

Thanks

Steve


I will do may best to try to condense the story but it did take over 8 months from start to finish. They will try all tricks to get out of it but as you have seen you have a case because Richer Sounds would not be giving refunds if there was none. I bet the other retailers hate RS. I post the details shortly.

Paul


This is quite a long post but this is Samsung admitting they have a problem with the sceduledrecording on all their 2016 2017 TV's.

It took only a few emails to the CEO to sort, here are the main one’s.

S e a n * * * * * * 

Senior Customer Services Executive| UK & Eire

e: ********** moderators will not allow emails so change * to @

t: +44 (0) 330 726 7864

Before that online chats and telephone calls and never once did I get a call back even though they promised they would.

I bought a 65KS9500 from Amazon (first mistake because you loose your section 75 protect). After a couple of weeks it stopped doing scheduled recording. I contacted Samsung online and after 3 or separate chats they advised a full reset. That worked (but I lost all my settings), for a couple of weeks and stopped. Samsung customer service then had me taking photo’s of the TV changing USB drives and I was getting no where. They arranged for Martin Daws to inspect the TV and they changed the one connect, didi not work, then they came around again and changed the main PCB board. Wow it work, for 2 weeks and again stopped. That's when I contacted the CEO and this is the email,

Yes, it's in respect to my TV not recording which has been ongoing since August without getting rectified.  I  had Martin Daws round twice to change the one connect and then the main PCB board.  It worked for a week after the board was fitted.  If I do a factory reset it works for a week then stops working. Martin Daws informed me that they had sent a request to you tech for advice last October and had heard nothing.  When I contact your support all I get is to contact Martin Daws,  and M Daws say they cannot do anything until they hear from you.  I feel like the piggy in the middle.  What with the HLG,  HDR10+ and smart connect and a TV that will not do as advertised I am getting a little bit fed up. 

Thanks

25 jan 2018”

 

 

This was there reply

 

This issue of scheduled recording and some reports of challenges being experienced remains under review by our Product Support Team at Head Office.

 As a result, in light of the number of challenges that you are facing with this television and pursuant to your specific situation if you could provide us with a copy of your purchase receipt we will be happy to consider your claims further.

 Regards

 Sean ******

Senior Customer Services Executive| UK & Eire

e: *******

t: +44 (0) 330 726 7864

26 jan 2018”

So I did and this came next which was a nice suprise

Dear Mr L***

 We would be happy to exchange for the QE65Q9FAMTXXU as a full and final resolution to this matter.

 If this is agreeable I will proceed with arrangements.

 Regards

 Sean ******

Senior Customer Services Executive| UK & Eire

e: *******

t: +44 (0) 330 726 7864”

Which was agreeable to me and then I got this email,

On 29 January 2018 at 16:44, UK President <*******> wrote:

Dear Mr L***

 Thank you for sending a copy of your receipt as requested.

 As previously mentioned in light of the various challenges that you are facing we would like to consider an exchange model for you, as advised this is pertinent to your specific situation.

 However, prior to reviewing a suitable exchange we first do need to highlight that the scheduled recording issue is an on-going discussion with our Product Specialists in Head Office and HQ and thus any replacement may encounter similar issues.  In addition the Smart Things Extend is not a feature that was released and thus will not be available on any replacement.

 We wanted to provide transparency ahead of further discussions but if you did wish to consider the exchange we would be happy to review and discuss further.

 Regards

 Sean ******

Senior Customer Services Executive| UK & Eire

e: *******

t: +44 (0) 330 726 7864 “

It is in this email where they admit to an ongoing problem with scheduled recording which they had to cover them selves so that I would not send the new tv back with the same issues. I agreeded and they did replace the TV at no cost.

The TV did have the same recording issues as the KS, but worst the the HDR picture was auful and so dull. I put pictures of Star Trek on here and AV Forums to show how bad it was and a lot agreeded. I also sent same pictures to the CEO and he said they were within spec! I was about to hit cloud nine when I continued reading the email,

 

Paul

 

On 21 February 2018 at 15:50, UK President <*******> wrote:

Dear Mr Lowe

 We are in receipt of the further photos however our Product Specialists position remains that the panel/TV is not faulty and is within specification.

 I feel that we are therefore at an impasse as your request to exchange would not progress this matter to your satisfaction. 

 Therefore, if you could forward a copy of your purchase receipt for the original product (I cannot see that we have this on record) we will offer a refund payment in respect of this product following collection of the replacement.

 Regards

 Sean ******

Senior Customer Services Executive| UK & Eire

e: *******

t: +44 (0) 330 726 7864

Samsung Electronics UK
Samsung House
1000 Hillswood Drive
Chertsey, Surrey, KT16 0PS

As you can see they have offered a full refund which I got.

Hope helps

Paul

paul1111
Hotshot
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@low-def wrote:

Hi,

 

Did anyone manage to get a refund or swap with Richer Sounds?

 

Purchased my 55KS8000 in March 2017 and like everyone now every disappointed to see it won't be getting the HDR10+ / HLG updates or Smart Things Dongle.


Yes some have

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